Complaints Procedure For Man And Van Services

This complaints procedure explains how customers of our man and van and removal services can raise concerns and how we will respond. Our aim is to provide a professional, reliable moving service for homes and businesses, and to put things right quickly and fairly when they do not go as planned.

Our Commitment To Handling Complaints

We take every complaint seriously, whether it relates to a local man and van booking, a larger house move, office relocation, packing service, or storage-related handling. We welcome feedback because it helps us improve and maintain high standards for customers using our removal services.

All complaints will be treated sensitively, investigated thoroughly, and responded to in a timely manner. We will always aim to reach a fair outcome based on the information available and the terms agreed before your move.

What Counts As A Complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not, that requires a response. This may include issues such as punctuality of the man and van team, handling of items, conduct of staff, billing queries related to your removal, or communication before, during, or after your move.

You do not need to use the word complaint for us to treat your concern as one. If you are unhappy with any aspect of the move and want us to review it, we will follow this procedure.

How To Make A Complaint

We encourage you to raise any issues as soon as possible, ideally on the same day as your move or as soon as you become aware of a problem. This gives us the best chance to investigate and resolve matters promptly.

You can make a complaint verbally or in writing. When you contact us, please provide the following details so we can locate your booking and understand the issue:

Your full name and the name the booking was made under.

The date and approximate time of your man and van or removal service.

The collection and delivery locations used on the day.

A clear description of what went wrong and when it occurred.

Details of any damage, missing items, delays, or service concerns.

Any photos or evidence you may have, especially for damaged items.

By providing full details, you help us review your move efficiently and fairly.

Time Limits For Complaints

We ask that complaints about man and van or removal services are made as soon as possible and ideally within seven days of the move. For damage claims, we may not be able to consider complaints made significantly later than this, as it becomes more difficult to determine when and how the issue occurred.

However, if you have a reasonable reason for a delay, we will take this into account and still review the situation.

Our Complaint Handling Stages

Stage 1: Acknowledgement

Once we receive your complaint, we will acknowledge it and confirm that it is being reviewed. If we need further information about your removal booking or the issue raised, we will ask for this at this stage.

Stage 2: Investigation

We will review the details of your move, including job notes, any relevant photographs, and statements from team members who carried out the man and van or removal service. We may contact you to clarify details or to request additional evidence.

Stage 3: Response

After the investigation, we will provide a written or verbal response explaining our findings, any conclusions, and any proposed resolution. This may include an apology, corrective action, service improvements, or where appropriate and in line with our terms, a financial gesture or contribution towards repair.

We aim to complete this process within 14 days of receiving all the necessary information, although complex cases may take longer. If there is a delay, we will keep you informed.

Possible Outcomes And Resolutions

Every complaint is different, and outcomes will depend on the circumstances and the terms agreed before the move. Where we are at fault, we will take reasonable steps to put things right. This could include:

A clear explanation of what happened.

A sincere apology for any inconvenience.

Corrective action on future bookings where possible.

A financial contribution, subject to our terms and any applicable limits.

There may be situations where we do not agree that the company is responsible for the issue raised. In these cases, we will explain our reasoning and refer to any relevant terms that apply to man and van and removal services.

Your Responsibilities

For us to handle your complaint fairly, you agree to provide honest, accurate information and to cooperate with our investigation. This includes supplying photographs, receipts, or other evidence if we request it, and allowing a reasonable time for us to review the matter.

You also agree to store any damaged items safely and not to dispose of them before we have completed our review, as this may affect the outcome of your complaint.

Escalating A Complaint

If you are not satisfied with the outcome of your complaint, you can ask for a further review by a senior member of our team. You should explain why you disagree with the initial decision and what outcome you are seeking.

The senior review will focus on ensuring that your complaint was handled fairly, that our response was reasonable, and that our decision was consistent with our terms and conditions and standard practice for man and van and removal services.

Continuous Improvement

We regularly review complaints to identify patterns and areas where we can improve our man and van and wider removal services. This may include additional staff training, clearer communication before moves, or changes to our procedures to reduce the risk of similar issues arising again.

By following this complaints procedure, we aim to maintain a professional, reliable, and customer-focused removal service and to deal with any problems in a fair and transparent way.



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We always want to offer the best price on all your removals needs. Whereas other man and van Acton companies might look to overcharge for inferior support, we can provide a special offer for every single customer. We really listen to what you need, which is where our moving services come into their own. We put together a package to suit you exactly, designed from the ground up based on your requirements. This eliminates unnecessary costs and makes the most of your time and money. If you’d like to chat about what we can offer, call today for a free quote with no obligation to buy!

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Company name: Man and Van Ltd.
Opening Hours:
Monday to Sunday, 07:00-00:00

Street address: 91 Old Oak Common Lane
Postal code: W3 7DD
City: London
Country: United Kingdom

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